Call Center Quality Auditor & Process Improvement

Molina Healthcare; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Molina Healthcare is seeking a Quality Assurance Specialist to support call center quality and excellence through auditing activities across member and provider support centers. You will monitor interactions, provide feedback, help develop guidelines, and collaborate with leadership to improve processes while ensuring HIPAA compliance and high customer satisfaction.

This role requires experience in fast-paced environments and strong attention to detail; training and career growth opportunities

Qualifications

• 2+ years in quality assurance/auditing or call center/customer service in high-volume settings.
• Understanding of Medicaid/Medicare/Marketplace enrollment processes.
• Strong research skills with ability to maintain coherent conversations with customers.
• Data processing experience and attention to detail.
• Ability to maintain confidentiality and comply with HIPAA.

Responsibilities

• Audits and monitors call center interactions for inbound/outbound calls.
• Participates in calibration exercises and internal listening sessions.
• Produces standard weekly/monthly quality reports within defined parameters.
• Provides feedback on call trends and compliance issues to leadership.
• Helps define and update quality assurance guidelines and manuals.
• Ensures interactions comply with procedures and standards.
• Demonstrates expertise across Medicaid, Medicare and Marketplace segments.
• Suggests process improvements to enhance customer experience.
• Assists with creation and updating of training materials.
• Maintains objectivity to support consistent, high-quality service.

Skills

Quality assurance

Call center experience

Customer service

HIPAA compliance

Data analysis

Microsoft Office

Tools

Microsoft Office Suite

Job description

Molina Healthcare is seeking a Quality Assurance Specialist to support call center quality and excellence through auditing activities across member and provider support centers. You will monitor interactions, provide feedback, help develop guidelines, and collaborate with leadership to improve processes while ensuring HIPAA compliance and high customer satisfaction.

This role requires experience in fast-paced environments and strong attention to detail; training and career growth opportunities